Technical Support Analyst

Summary

Join SugarCRM as a Support Specialist and deliver world-class support to our customers and partners. You will be responsible for troubleshooting and resolving technical issues, ensuring all support requests are appropriately handled, and continuously learning about Sugar products and technologies. This fully remote role (Australia only) offers flexibility and the opportunity to work from anywhere. The ideal candidate will possess 1-3 years of experience in a customer-facing technical support role, strong SQL knowledge, and excellent communication skills. We value a collaborative environment and encourage applications from candidates with transferable skills and a passion for learning.

Requirements

• 1-3 years experience in an external customer-facing technical/application/software support role
• Must be knowledgeable in SQL
• Must be fast learning and quick thinking
• Must work well in a team environment
• Proficient in written and spoken English

Responsibilities

• Create 'customers for life’ by delivering world-class support to our customers and partners
• Be responsive, professional, and proactive in all interactions
• Ensure all incoming requests for support via phone, email, & support portal are appropriately tracked and triaged
• Troubleshoot and resolve installation, implementation, and production issues
• Continuously learn about Sugar products, core technologies, and troubleshooting methodologies
• Share your knowledge, experience, and best practices with the Support department
• Work cohesively with other departments to ensure the customer’s voice is heard throughout the company
• Document known solutions for internal collaboration and public consumption

Preferred Qualifications

• Linux-Apache-MySQL-PHP stack experience preferred
• Experience with SugarCRM or other CRM/CX platforms strongly desired
• Experience with SaaS applications strongly desired
• Experience with developing & executing email marketing campaigns and/or Marketing Automation tools
• Experience with command-line interfaces
• Experience with web technology stacks
• Knowledgeable in a server-side scripting language

Benefits

• Benefit Stipend
• Health & Wellness Reimbursement Program
• Educational Resources - Career & Personal Development Program
• Various discount programs (i.e. travel, virtual exercises classes, etc.)
• We are a merit-based company with many opportunities to learn, excel and grow your career!